R O C K E N D + Q U A LT R I C S

For 38 years Rockend has been the property software leader

in Australia and New Zealand. In order to maintain their position
in an increasingly crowded market, Rockend invested in Qualtrics
Experience Management (XM)—the only platform that would
allow them to continuously monitor and improve the customer,
employee, product, and brand experience.

SUCCESS STORY

Award winning Reduced Real-time

ROCKEND ACHIEVED customer data customer
service silos insights

“Qualtrics allows us to gather and

analyse experience data from all four
core experiences on one platform.
That enables us to connect more
insights, make better decisions, and
improve all stakeholder experiences.”
SCOTT DOWNING, CHIEF CUSTOMER OFFICER
CHALLENGE
Rockend was seeking to move beyond conventional metrics and make more decisions based on human
feedback—whether that feedback pertained to the customer, employee, product, or brand experience.
But with experience data only available to certain departments and personnel, they couldn’t connect
insights and drive company-wide improvement efforts.

SOLUTIONS, BENEFITS & RESULTS

With Qualtrics XM, Rockend can gather and analyse experience data from all four core experiences
on one platform.

Touchpoints at every stage of the customer journey are now easy to monitor and improve in real time.

Rockend is benchmarking and tracking its brand awareness, equity, and perceptions—which allows
researchers to identify new client segments for more effective message targeting.

Employees are becoming more engaged now that Rockend can identify training gaps, develop top
performers, and optimise key moments across the employee lifecycle.

Rockend is uncovering unmet product needs, prioritising features, measuring user experience,
and predicting market adoption and change.

Internal silos have broken down. Leaders are thinking horizontally and using experience data from
all four applications of the XM platform.

With Qualtrics’ predictive intelligence, Rockend is more effectively prioritising stakeholder experiences
across the organisation. Business leaders have greater confidence that they are making informed
choices about where to focus efforts in order to have the greatest impact.

ABOUT ROCKEND INDUSTRY

Professional
Services
Serving over 5,500 customers in Australia and New Zealand, Rockend
REGION
provides innovative, reliable, and easy-to-use property management, APAC
strata management, document management, and real estate trust C O M PA N Y S I Z E
accounting software. Medium
BUSINESS TYPE

ROCKEND.COM.AU B2B

QUALTRICS.COM | +61 2 8310 8031